Brave Security

Contractor installed home security upgrades which were to include 2 remote activation fobs. They were not delivered and no response after 5 calls.Home security system upgrades and service contract 2/24/14 was installed and activated 2/26. Everything was satisfactory except 2 remote activation fobs would not work. Contractor said a different model would be ordered and delivered within 2 weeks, but after 3 weeks said they could not find a system compatible model. The rep said the owner would contact me, he has not. The primary reason for selecting this contractor was because of the fobs.Payment was by check.Desired SettlementContractor will supply 2 wireless remote activation fobs that are satisfactory irregardless of his own costs and inconvenience.Business Response Mr.[redacted] purchased an alarm system at which time, Mr. [redacted] refused our standard alarm panel that we provide with our basic installation. He wanted to keep the present panel that he had in place. We informed him that doing this would be at no additional cost to him to which he replied "that since we were not having to absorb the cost of a new security panel and keypad, we should give him a break on costs of additional perimeter sensors". We informed him[redacted] prefers us to upgrade the panel at the time of the installation for download/upload procedures that may need to take place in the future; He refused. We did however offer him a break on the additional components that he wanted which were (5) additional glassbreak detectors and (1) outside siren. He also wanted 2 keyless remotes or fobs as they are referred to in this case description. We stated that we would do our best to get the keyless remotes working but there were no guarantees since we were working with somewhat antiquated panel(CPU) We arrived on site and provided the gentleman with a quality installation, adding the glassbreak sensors and an exterior siren, but could not get the older technology working with the newer keyless remotes just as we told him (on the day he signed a 36 month contract) may be the case when adding a wireless feature to an older panel such as his but once again he refused to upgrade to the newer panel. My tech, after completing the installation told him we were going to talk to[redacted] tech support and see if they could come up with any new solutions. Unfortunately they did not at which time we offered to refund his money but Mr. [redacted] chose to now demand the newer panel and keypad combination a month later. We will be glad to provide him with the newer panel and keypad at this time but a service fee would apply this time since he refused the first two times we were at his home. The first, on the day he signed the contract and second, the day the technician spent 6 hours at his home laboring in his attic to get his older system retrofitted with newer perimeter hardwired devices. We will be glad to refund his $40.00 back for cost of the (wireless remotes) fobs that he has paid OR we will install a new CPU and keypad so that he has the new panel and newer technology to very easily integrate the (wireless remotes) fobs at a cost of our basic service call of 225.00. We offered this to Mr.[redacted] and he has refused commenting, "that this was not satisfactory and that now he would take necessary steps to get satisfaction, none of which we were going to like" We hope to resolve this matter in an amicable way but we cannot work for free. Please let us know if Mr. [redacted] would like us to apply 40.00 credit he has with our company towards the 225.00 for installation of the newer equipment that will solve his problem or process the 40.00 in a payment to his address. Thank you for allowing me to respond to this complaint.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted] Corp Field Sales verified availability and compatibility of wireless components for my existing alarm panel. [redacted] Corp Field Engineering/Customer Support also verified this information.[redacted] Corp Customer Relations is attempting to assist Brave Security (their authorized dealer) with understanding what they can do to provide the equipment they contracted to me. I am attaching the contract and systems components pages to assist in documenting these statements. I also have names and phone numbers for[redacted] Corp personnel that are available to assist the dealer. We are all not sure, as of now, whether the dealer is willing to listen, understand, and respond in a satisfactory manner.The dealer and their sales rep spoke on 2 or more occasions to verify that wireless fobs could be installed on my system before agreeing to provide them in our contract.At no time did anyone say anything to the affect that their recommended solution would not work on my exiting panel.the technician who came to install the contracted components on my existing control panel probably had the correct parts with him, as they appeared to me on a single glance, however he did not know how to install them. The technician had been supplied a phone number for systems field support for the items he had with him, however, he was not able to contact anyone with that number. He was also in a hurry to get to another appointment (he is an individual subcontractor for other companies) and did not want to spend anymore time on my project until he had better information from Brave Security. When I spoke with[redacted] Corp Field Engineering and Customer Support, one of the things mentioned is that my existing alarm panel has only 8 zones and they are all presently in use as the installation tech used the last 2 to create separate zones for "front of house" and "back of house" glass breakage sensors. [redacted] Corp Field Engineering and Customer Support also said there was no reason that those zones #7 and #8 could be combined into a single zone "Glass Breakage Detection" and the now remaining zone could be used for the wireless receiver that would then support the wireless fobs. All this information is available to Brave Security, they only need to acquire the correct parts and utilize a technician who understands the technology installation processes to complete this project and bring resolution and satisfaction to all of us, their dealership personnel,[redacted] Corp, and (me) their customer.Final Business Response We were able to dispatch technician to customer location and provide him with satisfactory resolution with his requested desired results. Please confirm this with customer.

One of my detectors has been reported out of service for 3+ months with no support from system provider.The security system was upgraded to a new system in April 2014. I had a couple of intermittent failures with one of the detectors that lead to a phone call to complain about the detector in September 2014. First I was told they would order a new detector and he gave me a ship date of that detector. That came and went and I called then was told they wanted to go with a different style detector. After some I time I called and then was told they wanted a different part that was on back order. After that shipped dated went by now they wanted to hard wire this point. Now after several more weeks only response was last week (Monday) he guaranteed someone would be there. I have not seen anyone yet. Desired SettlementThe detector replace or the alarm point wired into the system so it is monitored.Business Response Hello,We actually were awaiting a part and informed Mr. [redacted] of this on 2 different occasions. I do understand his frustration. The part we were waiting on was coming from [redacted] as it was a rare earth magnet. [redacted] produces 90% of the worlds rare earth components. We did however receive our part the first week of new year and were onsite at Mr. [redacted] premise on January 6, 2015, which was one day before we actually received this complaint. Customer has now received service and component that was on back order. We humbly ask that this complaint be removed as it was out of our control.